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Abhijeet Bodhankar edited this page Apr 16, 2020 · 11 revisions

Most organizations have a team of remote individuals providing support to employees across the organization often distributed geographically and often in the field with no access to desktops. Support and collaboration in such instances is often ad-hoc, sub-optimal and inefficient. Common incumbent solutions include shared email-inbox where employees send in requests; a SharePoint site where requests are submitted; calling a dedicated helpline, email or chat based messaging systems with a dedicated point person etc.

Remote Support Bot provides all end users (internal users seeking help from a central team) an easy interface (bot) right within Microsoft Teams to:

  • Submit requests for support
  • Edit/withdraw requests
  • Notify end users about the status of their request
  • Escalate to a group chat that connects them immediately with an expert allowing real time video/screen-sharing ability
  • Route incoming requests in real-time to a specific/Teams channel which allows the members of the channel an easy interface (a bot within their teams/channel) to:
  • See in real-time all incoming requests with associated details
  • Start an instant chat or video call with the requester
  • Receive and act upon an incoming Teams group chat from the remote requester
  • Manage incoming requests within the central team (lightweight ticketing)
  • Manage the list of experts who will be on-call to receive incoming Teams group chat requests

Applicable scenarios: Remote Support works really well for help desk and support scenarios where there is no formal solution available. It also works well to provide mobile-first urgent assistance.

Following are the features provided in Remote support An end-user interacting in Remote Support:

End User Commands :

  • New Request: An End User will be able to raise a new ticket using New request Command. Once request is submitted, user will be able to withdraw or edit the same ticket.

Messaging extension for end users:

End users will be able to search and query user’ own requests through the messaging extension (ME) in the personal scope This will be useful in cases of if they want to get details regarding a particular request or escalate an active request which was not acted upon for a long time. It will have tabs for

  • Active: This tab will feature only those requests whose status is not Closed/Withdrawn
  • Closed : This tab will feature only those requests whose status is not Closed/Withdrawn

Messaging extension for Support Professionals:

Support Professionals will be able to search and query requests through the messaging extension (ME). It will have tabs for

  • Urgent: This tab will feature only those requests whose severity is Urgent
  • Assigned: This tab will feature all requests whose status is marked as Assigned.
  • Unassigned: This tab will feature all requests whose status is marked as Unassigned.

Support team commands :

  • Expert List : Using this command, Support Team will be able to see and manage on call experts list. Members who are a part of on-call experts list will be added to group chats for requests that have been escalated by end users.

Bot Commands

The supported BOT commands for the app are described in this section.

Bot Command Bot Response
New Request EndUser will be able to create a new request.
Expert List Members of the expert’s team will be able to manage the on-call experts list using the command “Expert List”.
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